A bouqet of roses for Cabinet Works

One of the things I enjoy about writing a blog is that it gives me a venue for calling-out companies or people who I think went above-and-beyond in terms of customer service.

Background

We purchased a vanity back in June for the bathroom remodel. Due to other demands on our contractor's time (and our willingness to let him use our project for "filler" work) the project dragged on through the summer.

Three weeks ago, it was time to install the vanity. He went out into the garage where we had stored it and opened the cardboard box it had been shipped in.

There was mold growing on the back of the vanity. My best-guess is that the cardboard box had been dampened sometime in shipping and our storing it in our un-air conditioned garage meant that the box and contents never dried out. If we had unboxed it as soon as we had received it might have been fine. If it had been installed within our air conditioned house, it would have been fine. It was the combination of getting damp and then incubating in our hot, humid garage that caused the problem.

The customer service at Cabinet Works was outstanding with a big tip of the hat to Kristy. They asked for a picture or scan of the sales receipt and some pictures of the unit that showed the problem.

The replacement was approved the next day. There was no ship-back requirement even though the drawers were fine and probably cost the factory $20-to-$30 each. There was no push-back about the time-lag between the purchase and the claim.

Since it was a custom-built unit, it was not in stock.

I requested that they work it into their normal schedule and that they not expedite the order. Jacking around people on the assembly line is not a way to get good quality.

Update  

The company did expedite the shipping. A very large box-truck showed up yesterday. I opened the box immediately upon arrival to make sure it was the same unit with the proper wood-finish. It was good-to-go.